Information Systems Assistant
vor 3 Monaten
Org. Setting and Reporting
- This position is located in the Solutions Transformation (ST) Team in the Software Products for Member States Unit (SPMS), Digital Transformation and Solutions (DTS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna (UNOV)/ United Nations Office on Drugs and Crime (UNODC), in Vienna (Austria). The incumbent will work under the direct supervision of the Support Team Lead, Software Products for Member States (SPMS), and the overall guidance of the Chief of the Information Technology Service (ITS).
- Responsibilities
- The incumbent will contribute to the software support and maintenance of the unit’s software solutions. S/he will assist in catering for a select number of member states, that have complex implementation, advanced engagements with UNODC and specific requirements for the software provided by UNODC. The incumbent will contribute to product and technology support activities in the software development lifecycle and work closely with product managers, developers, and users. Within assigned authority, the incumbent will perform the following specific duties: - Investigate and address support tickets of medium complexity, collaborating closely with the product development team. - Work closely with other support engineers to receive escalation and resolve issues efficiently. - Coordinating day-to-day availability for ticket work with Support Team Lead. - Collaborate with developers to gain insights into complex technical problems and contribute to effective solutions. - Maintain and update a centralized knowledge base containing solutions, workarounds, and best practices. Design, create, produce, and maintain technical documentation, FAQs and how-tos. - Establish and document procedures and troubleshooting steps for recurring issues to facilitate efficient problem resolution. - Establish and monitor Key Performance Indicators related to support and resolution times and quality, provide regular reports to SPMS product management. - Stay abreast of industry best practices in support and development. - Propose and implement improvements to support processes based on industry standards and evolving technologies. - Update testing documentation based on resolution and software updates, ensure inclusion in future regression and other testing regimes. - Develop and maintain expertise in.NET, Angular, and SQL technologies. - Provide training and guidance to junior support engineers on these technologies. - Utilize JIRA and Confluence for issue tracking, collaboration, and documentation purposes. Ensure accurate and up-to-date information is available in these tools. - Generate reports on support activities, highlighting trends, and proposing proactive solutions to prevent recurring issues. - Communicate effectively with cross-functional teams, providing timely updates on issue resolution and collaborating on long-term solutions. - Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. - Assist with visualizations and updating information material such as web pages or brochures. - Perform any other work-related duties as required.
- Competencies
- Education
- High school diploma or equivalent. ITIL Foundation Certificate in IT Service Management is desirable.
- Job - Specific Qualification
- ITIL Foundation Certificate in IT Service Management is desirable.
- Work Experience
- Languages
- English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of French and/or Spanish are an advantage. Knowledge of another United Nations official language is an advantage.
- Assessment
- Special Notice
- United Nations Considerations
- No Fee
- THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.
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